20 Easy to Use ITIL Metrics

ITIL breaks major IT functions down into nice bite sized processes — ripe to be measured with metrics. Here are 20 of our favorite metrics for ITIL processes:

Incident and Problem Management

1. Percentage of Incidents Resolved by First Level SupportSupport costs can be dramatically reduced when first line support resolves basic issues such as user training, password problems, menu navigation issues etc... The target for this metric is often set above 80%.

2. Mean Time to Repair (MTTR)Average time to fix an incident. Often the most closely watched ITIL related metric. It is not unusual for MTTR reporting to go to CxO level executives.

3. Percentage of Incidents Categorized as ProblemsThe percentage of incidents that are deemed to be the result of problems.

4. Problems OutstandingThe total number of problems that are unresolved.

Service Desk

5. Missed CallsThe number of times someone called the help desk, were put on hold and eventually hung up. May include the number of times someone called when the help desk was closed. Impacts customer service and core metrics such as MTTR.

6. Customer SatisfactionUsually captured in a survey. Try not to go overboard: asking for feedback in an inappropriate way can irritate customers.